Poor service

I have been an FNB client for over 9 years and lately I have experienced a steep decline of the service levels. I held on for 25 minute on the Premier Banking call Centre and eventually put the phone down and called customer service. The answer I got was that they are experiencing high call volumes. Why is this my problem when I am a paying client? 25 minutes is uncalled for even if there are high call volumes. Then FNB needs to hire more qualified call Centre staff to support the clients. I am very disappointed!